AccountId: 011433970860
ContactId: 2de71140-da4a-459d-a10c-c6791f496dc3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148699 ms
Total Talk Time (AGENT): 75194 ms
Total Talk Time (CUSTOMER): 53567 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/2de71140-da4a-459d-a10c-c6791f496dc3_20250530T21:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I, I was trying to submit a claim, but they asked me on the insurance, what is my, uh, member ID.
[AGENT][NEUTRAL] OK, I can help you with that um member ID sir. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Uh, it's [PII] [PII].
[CUSTOMER][NEUTRAL] Because on my card it says payer ID group number.
[CUSTOMER][NEUTRAL] In hospitals benefits and outpatient benefits.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But it doesn't say member ID and they don't know what the member ID is on the card.
[AGENT][NEUTRAL] It's um so if you look on your card where it says inpatient cert number.
[AGENT][NEUTRAL] An outpatient cert number?
[AGENT][NEUTRAL] The last three is gonna be a ML 7 or an ML8. ML7 means inpatient and ML8 means outpatient, but the policy number is still the same and that is your member number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So when they ask me for the member ID would be ML7 or ML8.
[AGENT][NEUTRAL] No, it'll be the numbers before. Can you give me the whole number?
[CUSTOMER][NEUTRAL] Yeah, 02486901 ML 7.
[AGENT][NEUTRAL] OK, ML 7 that's your member number 02486901 ML7 if you have to go inpatient into the hospital and if you don't then it's 02486901 ML 8 and that would be outpatient.
[CUSTOMER][NEUTRAL] That's the member ID?
[AGENT][NEUTRAL] That's
[CUSTOMER][POSITIVE] That is the member ID? Alrighty then, thank you so much.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] OK. Well, you're very welcome, [PII]. Is there anything else I can help you with before we go, sir?
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] No, ma'am, that's everything I needed.
[AGENT][POSITIVE] OK, you have a good weekend. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.